Complaints

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Following Hail Damage to the roofs in *********** community in April 2023 , our HOA hired Synergy Restoration and Maintenance in ******, ** to repair the damage.Unfortunately, the roof of *********** was not repaired properly and subsequent rainstorms on 6/5/23 and 7/7/23 after my roof was supposedly fixed, caused new and more severe damage to my home than the original storm. On 6/5/23, a 1 foot circular water stain appeared in my laundry room ceiling. I texted ********************* the owner, right away with pictures of the damage and he blamed a manifold malfunction but claimed it was fixed. When I expressed concerns, he ignored my texts. On 6/6/23, a hole appeared in my laundry room ceiling where water was pouring out and flooded the floor. I came home from work to discover the water damage and my poor dog who is kenneled in this room, soaking wet and shivering in terror. On 7/7/23, there was new water damage to the ceiling of my Master closet. I reached out to ********************* again with pics of the new damage and he committed to fixing everything, which includes a hole in my ceiling, ceiling water damage, a ceiling fan that no longer works and a vent that's falling out. However, after sending out his repair crew twice, the ceiling texture is bubbling, the paint isn't even and the ceiling fan and vent weren't repaired. I've reached out to ***** on multiple occassions to finish the repair via text and left several voicemails however, they are either returned days later or not at all. He hasn't responded to me in 2 weeks and even ignored me when I tried to flag him down 7/19/23.I've made numerous attempts to resolve this matter on my own without success. This has been going on for a month and half and I'm at the end of my patience. I just want ***** to honor his commitment to fix the damage he caused to my home. Texts and pictures of the damage, both before and after his supposed repair attached. Please help me get this business to repair the damage to my home!

  Business response

  08/28/2023

  To whom it may concern,

  On April 21st of 2023 a large hail storm dropped 1' 1/2" hail on the property where the complainant lives.  Her unit as well as 99 more were affected with very mild to very sever water intrusion into their homes.  Synergy was contacted by the *** to come investigate the potential of hail damage and to help guide them moving forward.  After assessing the damage done to the roofing systems (11 of 20 buildings) by the storm, Synergy recommended filing a claim against the ***'s insurance to cover damages to the roofs. The *** informed Synergy that their insurance covers the roofing systems and nothing else.  The *** also informed Synergy that each homeowner would need to file a claim with their own carrier if they had any water damage from the storm. 

  The *** contracted with Synergy to move forward with repairs and in doing so Synergy started by tarping the damaged roofs the next day.  Tarping of the roofs is where the complainant claims we damaged the inside of her unit.  This couldn't be farther from the truth, water had already made it into her attic space and was slowly seeping into her unit. 

  We met the complainant at the first board meeting after the storm  where she accused Synergy of not doing her roof first out of malicious intent.  Again, couldn't be farther from the truth.  Synergy tarped the roofs in the order of the reported damage.  After receiving several demanding texts from the complainant starting at 5:40 Monday, June 5th that continued until 11:30 that evening and started back up at 7:20 the next morning Synergy decided to go against the *** boards wishes and look at her damage.

  Synergy found small water stains on her laundry room ceiling and informed her we would take care of them once we were to a point with the roofs where we could confidently do so.

  Once the reroof portion started another leak was reported and investigated again.  Synergy informed her that the roof was still being worked on and not deemed repaired until final inspections were performed.  The water stains on her laundry room ceiling increased and a small amount of water pooled on her laundry room floor and we have photo's that were provided.  At this point she sent text messages stating that the roofs were done and we were the ones that caused more damage.  Again, not true.  We did not do the final inspections on this roof until two weeks later.

  Once the roof was repaired Synergy scheduled a date and time to make repairs. 

  Synergy inspected the laundry room and determined the repairs needed were only minor.  Removal and replacement of damaged tape, bed, texture and paint.  We also agreed to treat the areas so no further concerns could come up.

  Once finished, the complainant was unhappy with the work during the walkthrough and it was agreed that Synergy would touch up the paint on the ceiling and it was at this point the ceiling fan was brought up.  It was not operational and she wanted it replaced.  After inspecting the ceiling fan it was found to be operational.  As it turns out the pull chain that controls the fan had been wrapped around the light fixture so many times it could no longer be pulled and was locked in the off position.  Despite these findings Synergy agreed to replace the fan.

  On Saturday July 15th our guys were sent to the home.  They were met at the door and because the weren't bringing in new sheetrock they were told to leave  and were called idiots by the complainant.  Synergy has been informed that this is not the first time this has happened.  

  Please know that Synergy is performing the repairs for this homeowner for free.  Despite being asked by the *** not to and after deeming this to be a hostile work environment.  

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